April 2018 - Page 2 of 2

6 Questions You Should Ask Before Executing Your B2B Campaign

Posted on April 26, 2018June 23, 2021 by David Dinh

Many businesses in Australia and abroad fail to build a long-lasting relationship with a B2B marketing company. The reason given for this by most business owners is that they couldn’t find a B2B marketing company that understood the pains and struggles they’ve already had to deal with. Do you know why most businesses in Australia and abroad are unable to build a long-lasting relationship with a B2B marketing company?

The key to avoiding marketing misalignment issues and building long-lasting relationships is proper communication. You need to keep in mind that B2B marketing is all about ‘partnership’ and you need to do your part to make the relationship work. When it comes to communication, one of the most important things that you can do to build a long-lasting relationship with a B2B marketing company is being clear about what you want from the execution of the B2B marketing campaign. How can you do that? The best thing businesses can do to make their B2B campaigns successful is asking the B2B marketing company relevant questions. So, what are the relevant questions that you should be asking?

6 Questions Before Executing your B2B Campaign

1. Do You Have Relevant Industry Experience?

A B2B marketing company with experience of working for companies in your industry is more likely to know the ins and outs of your trade. By evaluating the experience of the marketing company, in your industry, you can minimize the risk of failure. A B2B marketing company will be able to understand your marketing needs faster and better if it’s familiar with the value propositions, the language and keywords, and the customer behaviour relevant to your business.

Whether it has relevant industry experience or not, the B2B marketing company you choose should understand the intricacies of your business. Moreover, they must have the ability to develop the required skills quickly. If you don’t ensure the above, you’re going to have a mediocre B2B campaign at best.

2. Will You Listen and Try New Things

Before hiring a marketing company for B2B campaigns, ask yourself if you will listen to the company you hire and be open to trying new things. Now, this doesn’t mean that you implement every idea proposed by the marketing company your hire or adhere to everything they say. Rather, it means thinking about whether or not you’re willing to try something that’s different from what you’ve always done. If you aren’t then there’s no point of wasting your money on hiring someone to implement your ideas. Here is a reason to be open to listening new things: about 50% of the Australian B2B researchers are millennials. As the B2B marketing company your hire is likely to have ideas that help you specifically target Australian millennials, being open to what they have to say is in your business’s own interest.

3. What’s Your Communication Style?

Before hiring a marketing company to execute your B2B campaign, you need to determine your communication style. In case you aren’t familiar with the term, communication style means how you communicate i.e. through emails, over the phone, scheduled meetings etc. Once you’ve determined your communication style, find a marketing company that’s a good fit. This means finding a company that has experience in the same communication style as you. When the marketing company you hire has the same communication style as you, maintaining a working relationship becomes easy.

4. Can You Determine If We Are Focusing on The Right Target Audience?

One of the most important things that you need to know before executing a B2B marketing campaign is who you’re talking to or targeting. It is important that the company you hire for the campaign is able to give you a data-driven answer about whether you’re focusing on the right target audience. Also, find out about the segmentation practices of the company and how they plan to identify the sub groups in your target audience.

5. How Well Can You Help Your Marketing Partner Meet Deadlines?

To do their jobs and meet deadlines, every marketing company needs certain things. A lot of information is required to run successful B2B campaigns. Since the marketing company is running the B2B campaign for you, it is your responsibility to provide insights, answer questions, review material as it’s developed and give approvals in a timely manner to ensure that your marketing partner meets deadlines. So, before executing a B2B campaign, determine your ability to do things within specified time.

6. What Do You Expect Your Marketing Partner to Do?

When a business expects services that their marketing partner does not offer, problems start to occur. Not every marketing company does everything. So, determine what you expect your marketing partner to do and what they can offer you. In short, before executing B2B campaigns, ensure that you have the people and tools required to get everything you expect to get from them.

Management Guide to Digital Transformation

Posted on April 24, 2018March 15, 2023 by David Dinh

Digital transformation is now the inevitable need of organisations, especially small start-ups in the Australian economy. Any business that strives to opt and establish new and advanced technological advancements, create an innovative vision, outline a digital roadmap, and wants to achieve maximum transformation, by adapting the digital advancements, must go through many stages to accomplish the purpose.

How successfully a business transforms its operations digitally totally depends on the organisation’s management. In digital transformation, the roles and decisions taken by management are crucial, considering the impactful change it can bring to the organisation, the intensity of disruption it can cause and also, the potential of its inertia.

Learn to management customer conversation on multi channel. Request a Conversation Software demo today.

As an organisation adapts to digital transformation, it is not possible to do so without enabling new processes of working, that are implemented from the top level of the organisation to the bottom. Nevertheless, the scarcest of all resources in an organisation is not the technological advancement but the absence of strong leadership.

So what is the Right Approach?

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To create a roadmap to a digitally transformed organisation, the management must have the capability to bring in digital initiatives, manage the accelerating and existing innovation cycles and reshape the strategies of organisations around some new approaches, for instance, the agile approach.

To further guide you through this transformation; let us have a look at some of the key factors for the management to consider and implement, towards a successful digital transformation, in their organisation.

Learn from Market Leaders but stick to your DNA

Many established companies in the Australian economy are embracing the innovations that are drastically empowering the digital economy. These organisations are leading the industry by simply meeting the customer need, in some new ways, and making the most of the technological advancement.

Equally important is the fact that the leading organisations are fearless in creating new operating models and building a transformed culture. Holding on to its core strength, the management must think of ways to apply new work processes, improve the customer’s experience and bring in a new platform for technological advancement within the organisation.

Vision and Planning will provide Direction

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Plans and visions are the top critical requirement in achieving digital transformation. A vision is important to create intentions and to establish ambition and direction. On the contrary, plans lay out deliverables and responsibilities. The management however, needs to articulate a purposeful and strategic outline, along with the context for change. With that, they must remain open to feedback from employees, partners and customers. Using the approach of adaptive leadership, the management, in short, must continually adapt to changing market conditions.

Place Multiple Bets

Although the management must sketch a broader vision with improvisation, they must also use more than one approach towards digital transformation. Since the ambiguity and volatility of the market is hard to analyse, to decide what will work and which analytical and technological capability an organisation needs to acquire, there are two bets which every organisation must consider;

Open innovation: Organisations that have successfully transformed themselves participate in much broader digital initiatives, innovation and the mobile ecosystem. They step into developments beyond the existing level of organisations and let outsiders catch up with their services and products.

Portfolio Construction: When it’s about partnering, venturing and deal making, digital transformation is built on several small and manageable bets. Companies must evaluate dozens of different investments, approaches and partnerships and then scale up and build only the promising ones. However, all of these exercises must occur in the frame of overall vision.

Execute the Digital Plan

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A digital strategy is of no use in the absence of its execution. With many endeavours that an organisation makes to transform itself digitally, there are a few approaches that must stand out amongst the others. Firstly, evaluate the ways to ensure success and momentum. Ideally, the senior management drives the transformation in the organisation but start ups may need to appoint a leader who will drive and coordinate the digital activities.

Secondly, decide what needs to be centralised and what must be decentralised. The management will be required to handle the tradeoffs, between experimentation and standardisation, to create decision rights with regards to digital transformation.

Finally, the management must introduce methods of agile working in their organisation. By design, such teams are cross functional, fast and self-directed, unlike traditional managers who move ahead along the hierarchy in many steps. Similarly, the management’s role is to adapt to new behaviours and to let go of traditional habits.

Polish your Existing Talent

The management may choose to hire external talent but a promising strategy is to train the existing staff to adopt digital capabilities. This can be done by building in house digital centres or academics, and training the staff over many capabilities such as analytics or artificial intelligence along with the ways of working such as agile, which are conducive to many digital activities. After all, a digital transformation is only as effective as the people who actually execute it.

To digitise an organisation, the management first needs to transform its ways of working, broaden the vision and polish the existing talent and all of this must be done by holding on to their organisational values.

9 Superb Ways to Delight Customers Without Putting in Too Much Time

Posted on April 20, 2018March 15, 2023 by David Dinh

As the saying goes, it is 5 times more expensive to sign up new customers than to keep existing customers. This simple economic idea should encourage businesses to focus most of their energy on keeping their existing customers extremely happy. But what are some simple and cost-effective ways to improve customer loyalty and satisfaction? There is no single step to instant gratification, but follow these simple steps and you will be well on your way.

Learn the importance of customer conversation management. Get a FREE Conversational Technology demo today!

Want some structure to providing excellent customer service? Start with this free Customer Service Charter template. Not only will this help you clarify customer service standards to your employees, but also communicate them to your customers! Incoporate the following steps in your customer service strategy!

Customer Satisfaction in 9 Simple Steps

1. Send Personalized Messages

Sending welcome messages, greeting cards, postcards and more are a great way to get in contact with your customers. When you personalize a card, it makes the customer feel appreciated and valued by your company.

Bonjoro, a Sydney startup, specializes in personalized welcome messages. You send short welcome videos to people who have recently signed up for your company and show them what their addition means to you. Thousands of BJ’s, as they like to call them, have been sent around the world, and each time you receive one, you instantly feel valued and happy.

2. Provide Superior Customer Service

Be certain that your passion for customer service runs rampant throughout your company. Employees should see how good service relates to your profits and to their futures with the company. Be genuinely committed to providing more customer service excellence than anyone else in your industry. This commitment must be so powerful that every one of your customers can sense it.

Set your goals for customer service and how you’re going to achieve them with this Customer Service Goals Guide.

Woveon, a software customer service startup, provides a one-of-a-kind customer service software platform that implements AI and Ml programs, customer conversation history, and a single platform to manage all customer channels. Simplifying the customer service a company handles is crucial to providing quick and meaningful feedback.

3. Start with a Lagniappe–a “Little Gift”

Come on, who doesn’t love receiving gifts?

“It’s amazing what a little gift can do to bring a smile. It doesn’t have to be much. This can even be a small coupon or freebie with a value of $10 or less, which they can use on any of your products or services. It is an easy, cost-effective way of inviting the customer to get to know you better. Whatever it is, just make sure it’s desirable, entertaining, and tasteful.”

4. Keep Your Promises

“I will deliver on time.” A due date that has been agreed upon is a promise that must be kept. “Close” doesn’t count. Monday means Monday. The first week in July means the first week in July, even though it contains a national holiday. Your clients are waiting to hear you say, “I deliver on time.” The supplier who consistently does so is a rarity and will be remembered.

“It’ll be just what you ordered.” It will not be “similar to,” and it will not be “better than” what was ordered. It will be exactly what was ordered. Even if you believe a substitute would be in the client’s best interests, that’s a topic for discussion, not something you decide on your own. Your customer may not know (or be at liberty to explain) all the ramifications of the purchase.

5. Interact With Your Customers

Interacting with your customers via multiple channels is a great way to keep them interested in your products, listen to their feedback, and shows that you are valued.

“We follow many of our clients as they come in the door, and then every once in awhile, we retweet their tweets. They get a notification that we’ve done this, and it shows we are paying attention to them and that we’re on the same page. It establishes a bond that goes beyond client service. It shows that we respect what they are saying.” –Dave Nevogt, Hubstaff.com

6. Provide More Than A Product

As I said in 5 Innovative Ways Companies Have Used VR for Marketing, many companies are now focusing on customer experience. These experiences can include, virtual reality sleigh ride tours like what Coca-Cola did, driver experience days at BMW, and even Lockheed Martin’s field trip to Mars campaign to educate today’s youth on the future of space travel.

These top companies are giving their customers and even future customers opportunities to enjoy more than just their products. They prove their brand’s loyalty and excellence through the experiences they provide. And who isn’t smiling when they are racing through the adrenaline-filled course at BMW’s Track Day with over 500 ponies pushing you over 150 mph!

7. Get Into Their Culture

Don’t just make assumptions about who your customers are and how they respond. Get to know the neighborhood/city/state/region where you are based and express an interest in their culture. Play local music, sponsor local artists, and decorate with local products. Find the common ground that helps you relate as people. The less you make it about commerce, the more people will connect and remain as customers.

8. Reward Loyalty

On average, loyal customers are worth up to 10 times as much as their first purchase. Focus on your loyal customers by providing reward programs. These could include an anniversary gifts such as giving them coupons for your product a year after their first purchase. Another option a lot of airlines provide is gaining miles. The United Airlines MileagePlus account offers a wide variety of rewards such as flights, upgraded seats, United Club passes, and points you can redeem for gear. With rewards programs, customers are more loyal and happy to continue business with your company.

9. Listen to Your Customers

If your customers take the time to give you feedback about your product or an experience they had with your company, take it as a great learning opportunity. Sometimes you have to listen to the signals, not just the direct comments. 7 Core Customer Service Skills Your Support Team Needs to Have mentions the subtle clues that you should listen to in order to improve customer experience.

“Believe it or not, a customer service rep can learn more from what a customer doesn’t say than what they do say. Being attentive to the customers can help provide the company valuable feedback.”

“For example, if a customer says, ‘I always get confused during the Bluetooth pairing process,’ or ‘I can never seem to find the_____,’ this is a clear indication that your company has room for improvement, and these more subtle feedback methods can really improve your product overall.”

Satisfied?

The goal of marketing is to build a mutually beneficial relationship between brands and customers. This opens the door for special offers that extend far beyond a coupon. Keeping your customers happy is more than continuing to receive their money; it also helps you improve your company to make them even happier, and in turn, they’re happy to spend more money. It’s a win-win.

7 Customer Service Skills Your Customer Support Team Needs to Have

Posted on April 20, 2018March 21, 2019 by David Dinh

Looking for a job in customer service? Looking to hire new customer service representatives? When it comes to service, there are certain customer service skills every representative must master. They make customer interactions quicker, uplifting, and successful. So stick around and let’s find out what makes these customer service representatives so successful.

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The Skills That Matter When it Comes to Providing Excellent Customer Service

1. Patience

Patience is important to have when it comes to customer service. Representatives have to handle lots of customers who are usually in a big rush, not willing to work with them, or simply can’t describe the problem very well. Plus, when it comes to customer interactions, great service outweighs speed every time.

2. Self-Control

We get it, dealing with customers can be difficult. But in customer service skills, self-control is a must. No matter how much you want to end the call with your client, it is important to remain cool, calm, and collected. If the customer is angry and impatient, just take your time and solve the problem at hand.

3. Attentiveness

Believe it or not, a customer service rep can learn more from what a customer doesn’t say than what they do say. Being attentive to the customers can help provide the company valuable feedback.

For example, if a customer says, “I always get confused during the Bluetooth pairing process,” or “I can never seem to find the_____,” this is a clear indication that your company has room for improvement, and these more subtle feedback methods can really improve your product overall.

On the other hand, it is also very important to listen carefully to what the customer is saying. Chances are they don’t know exactly what is wrong and are just making their best guess. This is where you as a customer service representative have to use the clues they give you to try and fix their problems.

4. Positivity

Positivity is key in customer service skills. When dealing with impatient and unhappy customers, always remain positive to make the process as easy as possible. However, when helping unhappy customers, do not seem overly happy. This may upset them more, but being proactive and optimistic is your best bet for success. Make sure to apologize for the inconvenience and then add a positive statement such as telling them how your products can help them.

5. Empathy

An important soft skill to have when working in customer service is empathy. When a customer is in need of help and has a problem with your product, it is important to show them that you understand the situation they are going through. If you find this difficult, just think of yourself as the one experiencing the problem. What questions would you be asking? Would you be patient? Chances are, you and the customer are similar, so be personable. You can try to make small talk but don’t get too off track because he/she is looking for efficiency.

Set customer service goals that align with your business goals with this free template! If your customer support has the greater picture in mind from the outset, it will only make it easier to reach your business goals.

6. Humor

Sounds funny, but among customer service skills, humor is a must have. Another appropriate way you can approach customer service is with humor. Having a sense of humor and being able to judge a situation correctly can turn a stressful customer into a happy customer. Also if a customer cracks a joke, make sure to laugh a little bit to show that you have interest in what they are saying. Just make sure that you are laughing with the customer and not at the customer.

7. Problem Solving

Lastly, and most importantly, a customer service representative should be a good problem solver. Being a good problem solver includes having lots of knowledge on the products you offer. Sometimes customers will not be good at explaining the problems they are having with your product, but if you are knowledgeable, you can offer some tips on how to fix common problems they might be trying to communicate to you. Being a problem solver will also help you when it comes to dealing with difficult customers. If you possess this trait, you can work through problems that aren’t ordinary. This speeds up the process and allows the representative to go more off script.

7 Lies About Customer Experience

Posted on April 19, 2018December 18, 2018 by David Dinh

Customer experience includes everything the customer goes through when dealing with the company. However, it is still a poorly understood concept for most people, and a number of lies are frequently heard about it.

Some of the Biggest Lies About Customer Experience

1. Customer experience doesn’t matter

There are still many people who think that customer experience doesn’t matter. They think that people are only interested in the product or service they get, and the experience itself holds no importance. They couldn’t be more wrong. It’s not just about getting the product but how easy it is to get it that counts.

2. Pricing beats customer experience

There are many people who say that as long as you have the lowest prices in the market, you do not have to worry about the customer’s experience. However, remember that people will happily pay a bit more if it means getting a much better experience.

For instance, if there was a burger place that sold a burger for 3 dollars, but the employees were rude, and there was another burger place that sold burgers for 4 dollars, but gave you great service, which one would you choose? There are numerous examples of companies that charge a bit higher than others and still succeed due to great customer experience.

3. Customer experience is an expense

Many companies skip out on customer experience because they think they cannot afford to spend time and money on it. The reality is that customer experience isn’t an expense; it is an investment. If you make the customer’s experience great, you are making sure that you will get more customers in the future. Investing in customer experience is one of the best ways to make sure that your profits go up.

4. Customer experience eats into your profits

This lie exists because people have a poor understanding of how businesses work. When people have to spend money to make customer experience better, they think that their profits will decrease. What these people do not realize is that great customer experience allows them to increase their prices without losing customers.

If your customer service is fantastic, then people will be happy paying more than the competition. People want to be able to get what they want without feeling frustrated – which is exactly what good customer experience offers.

5. Customer experience doesn’t affect sales

Customer experience results in increased sales – this isn’t just something that we feel, this is something that has been proven through metrics again and again. The reality is that there are customer experience strategies which are known to directly increase sales.

6. People were going to buy from you anyway, so why bother with the experience?

This is the biggest myth about customer experience. People look at stats which show that your customers are now happier than they were before and they ask you the question – If they were buying from you anyway, then why are you worried about the experience?

There are several reasons why you should worry about the experience. One is that happy customers cannot be poached. If you make sure that the customer experience that you deliver is amazing, then your customers will not go to the competitions, even if their prices are lower.

Second is that customer experience can literally drive someone to buy something even if they had no intention of buying it. You just send them through the right sales funnel, give them all the encouraging nods, and you will have generated a sale.

7. Customer experience matters in brick and mortar shops, not online

This one couldn’t be farther from the truth. People think that customer experience matters only when it happens offline. It is easy to see why people think this way; when you go to a shop offline, you have to drive to it, enter their physical store, interact with their employees face to face, and pay them.

When you do it online, you simply click on a few buttons. It is easy to see why people will think that customer experience happens only offline. The reality is that customer experience matters much more online than it does offline.

When you go to a shop and you don’t like it, you don’t have much of a choice. You can look around for similar shops, but that’s about it. On the other hand, when you are online, you can go to another store selling the exact same things in a matter of seconds.

These are just some of the lies you will hear about customer experience. Remember that they are all lies though, and that customer experience is one of the most important things when it comes to sales generation.

5 World Class Customer Support Teams

Posted on April 19, 2018March 15, 2023 by David Dinh

When it comes to the customer support of a business, it is surprising that not a lot of businesses have it covered. It is possible that after painstakingly building a business over the years, just a few bad customer experiences can lead to the downfall of the product. If you’re in such a scenario, you don’t have to start worrying, just take a page out the books of the industry giants. They’ve been providing their services for years and if there is one thing they know how to do well, it is to provide customer support.

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By studying their customer support strategy, you can focus on incorporating these in your business as well. The following are some of the best companies and their world class customer support teams.

Customer Support Teams to Look Up To

Zappos – The Customer Comes First

Zappos is a retail and e-commerce site and it stands out due to its amazing customer support. The support team is considered to be the golden standard which has gone out of its way to cater to the needs of the customer. Their team has consistently delivered on their promise and each client is treated as a priority. See more about their culture here https://blog.kissmetrics.com/zappos-art-of-culture/Customers also have happy stories to recount with one of them telling how they got their shoes delivered overnight for a wedding, without having to pay any extra cost, or how one of the Zappos team members went to another store to get shoes for someone once they were sold out. By considering no request as impossible, Zappos has elevated its customer support to heights that are other companies aspire to reach. Read more about the customer service strategies behind Zappos https://sharpencx.com/blog/zappos-customer-service/

Publix – By the People, For the People

A market chain, much like Walmart, Publix is a company that provides exceptional customer services due to the fact that it is by the people, for the people. The company focuses on the needs and wants of their employees. This in turn allows it to focus better on the needs and wants of the customers as well.By investing in the wellbeing of their people, the company has managed to consistently deliver a positive shopping experience to the customers. Moreover, it is the largest employee owned store and has a great record of ensuring that their store can cater to the shopping requests of others around them. Learn from their customer service http://www.happyfox.com/blog/how-to-create-killer-customer-service-models-learn-from-publix/

Amazon – the Customer is at the Centre

Amazon.com is the world’s largest, online platform for sales and ensures that they can provide stellar customer services to their clientele. Apart from their 24/7 availability, Amazon.com also offers full refunds immediately, provides self-service and runs checks on the retailers they feature to ensure they are up to par with their standards.

Even when they are developing new product offerings, Amazon.com makes sure to keep the customer in the middle of it all. All services are tested and tweaked according to the customer in order to enhance the experience before they are launched and they have a proven track record, even winning multiple awards for their customer support.

Apple – Reinventing the Customer Experience

With Apple, innovation is the name of the game. Apple’s customer support is prompt and exceedingly helpful with many of their outlets functioning as customer support centres too. The staff of their customer support is well-versed regarding Apple products and from simple recommendations to helping with troubleshooting equipment, they can easily address a wide range of technical problems.

Moreover, Apple’s staff consists of people who are passionate about the company and the products it creates. Going to the Apple Genius bar is an experience in which many people find out more about the company, the products and walk away with a smile on their face. Apple has also continuously strived to train its staff regarding the products and how to address queries. By investing in its workforce, Apple effectively helps to ensure that there are no unnecessary problems faced by anyone.

Nordstorm – Maintaining a Healthy and Strong Relationship

Another retail company that focuses on the wellbeing of their clientele, Nordstorm has worked its way up and during that process; they have done their best to build a working relationship which is healthy, reliable and stable. By adding a personal touch to their services, Nordstorm ensures that they are able to effectively appeal to their clientele.

Their shopping experience revolves around removing the painful checkout lines, helping clients with their purchases as well as offering to find the clothing items that a client needs, even when they are out-of-stock in certain cases. Moreover, the team isn’t shy about interacting personally with the clients as well, even commending their fashion choices and recommending more clothing which goes hand in hand with their tastes.

At the end of the day, building a successful customer support team can rely on a lot of factors but these businesses have narrowed them down to 5. By using their example, you can push your business to newer, better heights. Learn more how they went the extra mile with customer service https://www.shopify.com/retail/119531651-how-nordstrom-made-its-brand-synonymous-with-customer-service-and-how-you-can-too

5 Trialed and Tested Customer Service Strategies That Work

Posted on April 19, 2018March 21, 2019 by David Dinh

Customer service is often thought of as a not so important part of the business. They simply talk to angry customers, right? Today, the importance of customer service is at an all time high. Customers are so easily connected over the internet, and your competitors are a mere click away. Your company must offer superb products, and a staff to back up your brand. Here are a few tips and tricks to boost your customer service!

For a better customer service, use conversational technology to easily manage customer conversations. Request a demo now!

Start with having a Customer Service charter, which outlines the standards of customer service your employees should deliver, and your customers can expect. Don’t worry, I’ll help you get started with a Customer Service Charter Template!

5 Tips to Excellent Customer Service

1.Listen to Your Customers!

If your customers take the time to give you feedback about your product or an experience they had with your company, take it as a great learning opportunity. Sometimes you have to listen to the signals, not just the direct comments. 7 Core Customer Service Skills Your Support Team Needs to have mentions the subtle clues that you should listen to in order to improve customer experience.

2. Hire Employees That Are Knowledgeable and Believe in Your Products

Nothing is more frustrating than calling customer service and feeling more apt than the “resourceful” representative. This is why it is so important to have knowledgeable staff who don’t just stick to a script and set of instructions. Your employees should be able to problem solve on their own. In order to do this, one should hire people who show interest in their business and understand its products. However, having knowledge on more than just the product is important. For smaller businesses, getting to know your customers and being able to talk with them more on a personal level can be very important. With Woveon’s technology, this is a walk in the park. Woveon’s recorded conversations not only help with consistency, but it can also help a customer service rep get to know the client more by reviewing past conversations. Although this may not apply to all businesses, small to mid-sized companies can really benefit from having personable customer service reps who are extremely knowledgeable about their product and clients. So before hiring any applicant, make sure he/she is enthusiastic about the product or service the company provides.

3. Recognize Customer Loyalty

Customer loyalty is a big factor that is often looked over in companies. Existing customers cost 6x’s less than gaining new customers. When a customer is loyal, they will keep buying products, turning into more and more revenue. But how does a company identify and keep these customers happy? At Woveon, identifying important customers and helping with their every need is easy! Woveon has created AI (Artificial Intelligence) programs that identify businesses-valued customers in multiple ways. Say someone has shopped at an e-commerce website multiple times and has a great buying history but has now run into some trouble. If they contact the store via multiple channels such as social media or email, a representative from the business can pull up their information and understand they are a valued customer. They can focus on their problems more quickly, and this keeps up customer satisfaction.

4. Keep Staff Happy

Staff retention is crucial to your company for improving customer service excellence. Research shows clearly that staff stay when they are happy and respect the company in which they work. Their happiness translates into excellent work when dealing with important customers.

Happy Staff = Happy Customers

5. Be Accessible

Make sure that there’s a clear and accessible way for customers to communicate with you, whether it’s in person, by phone, or by email, and that you have someone assigned to customer service on an ongoing basis. Using Woveon, it is quick and easy to look up customer requests and track the history of the conversations they have had. Also the sheer number of channels that you can add to Woveon makes it easy for larger companies to communicate over social media or other more basic channels. Woveon, having simplified the way companies keep track of multi-channel communication, makes it easy for companies to set up lots of communication channels.

Companies that view service through a single lens, that of customer complaints, are missing the larger, longer-term picture. Service isn’t just a game plan to satisfy unhappy customers. it’s an ongoing strategy that makes every interaction between every employee and every customer at every contact point a positive one. Customer service is also ongoing and always changing. Keep up with the times and the needs of your customers and stay a step ahead of the competition.

Get started with knowing what customer service means for your company, and how you will use it to your advantage. Try this Customer Service Goals Template!

Digital Transformation Audit

Posted on April 8, 2018March 15, 2023 by David Dinh

When it comes to digital transformation, every intelligent business in the world wants to adopt it (if they haven’t already done so) because it allows them an easy way to measure their success. If you want to learn where you stand in your digital transformation journey, you need to take advantage of digital transformation audits. It will help you understand how far you have come, and how much further you need to go before you finally manage to achieve digital transformation success.

Learn more efficient ways to help your team handle more customers everyday. Request for a FREE customer conversation software demo today!

Before we get to identifying digital transformation, let’s first look at what digital transformation means to businesses. Whenever we talk about digital transformation, we are looking at new business models, user or customer experiences, along with operational processes. When you combine all of them, you not only engage people, but also connect with them through different technologies. This way you can create deeper and more meaningful relationships with your customers.

Why Audit?

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When we talk about a digital transformation audit, we are discussing how far along your business has come in terms of technology and what type of digital trends you have adopted. It is basically your digital footprint, and if you are looking to compete in your industry, it is imperative you get a digital transformation audit.

Most businesses don’t understand the value in audits, but that is only because they fail to understand that knowing your weaknesses before they are exposed is a strength. It is designed to help identify key areas where a business can improve, and what they need to do to create lasting transformative changes. The entire process is complex, but you will need to adopt it if you want to survive in the economy today. A digital audit helps create a roadmap for your organisation, since it outlines where you stand, and helps you measure yourself as a digitally transformed company.

Achieving Digital Value The business world is highly competitive and therefore, you must adopt digital transformation if you want to stand apart from your competition. Once you have achieved digital superiority over your competition, you will become the leader in your industry. However, all of this requires that you achieve digital value as a brand. How do you achieve that? By conducting a digital transformation audit.

It will not only help you respond to digital disruption, but will also help you figure out effective, innovative, and transformational solutions. The digital world is always changing and the only way you will ever be able to stay ahead of the curve is through digital transformation audits.

It looks at the strengths of your organisation and any vulnerabilities that have crept into the organisation. This way you can separate the good from the bad, and achieve digital transformation easily.

Expand your Revenue Generation

When it comes to digital transformation, you will need to adopt complex IT solutions, because that is one way that you are going to bring about change in your organisation. Studies have revealed that businesses that want to dominate the IT industry needed the help of digital transformation audits, so that they have a better idea of where they stand. It helps them come out with a timeline for eradicating processes that are hampering their chances of true digital transformation.

Helping your organisation adopt digital transformation trends is going to be hard, because change is hard and not everyone is equipped to deal with wholesale changes. To ensure that you’re on the right path, you will need to adopt digital transformation strategies that are designed according to the strengths and weaknesses of your organisation. Once your organisation has adopted the latest digital trends in the industry, you will be able to expand your revenue generation.

Dealing with Digital Performance

The one key area that a digital audit is such a huge success is in determining what kind of problems are persisting in the digital setup of an organisation. Once you go through the audit, you will have a clearer picture of where you stand, and what you need to do to achieve digital transformation independence. Once you start monitoring your own digital performance and the environment it is creating in your organisation you will be able to make changes.

Dealing with digital performance is crucial to achieving digital transformation, and this is what an audit will help identify. Most businesses are hesitant towards audits, because they don’t want an outside party going through their processes. This is understandable because no business wants their secrets and important data to fall into the wrong hands.

However, conducting a digital transformation audit has a lot of benefits for the organisation, and when it is done by professionals, you will be able to achieve exceptional performance levels. Investing in the IT of your organisation includes investing in digital transformation audits, because it is linked to the future of your business and your legacy.